This week we sit down with the esteemed General Manager of Fraser Suites Hanoi, Sandy Ng, a seasoned leader with over two decades of experience in the hospitality industry across Asia. In this enlightening conversation, she shares insights into her remarkable journey, the unique offerings of Fraser Suites Hanoi, and her vision for the future of hospitality amidst evolving landscapes and challenges.

CAN YOU TELL US ABOUT YOUR JOURNEY IN THE HOSPITALITY INDUSTRY AND HOW YOU CAME TO BE THE GENERAL MANAGER OF FRASER SUITES HANOI?

In a career that has spanned across key cities in China, Singapore, and Malaysia, I have more than two decades of Business Operations and Management experience in the hospitality industry. I started my hospitality journey in Westin Singapore and navigated across different brands thereafter. My longest tenure was with the Shangri La group, where I spent 11 years working across regions such as China, Bangkok, Malaysia and Singapore, just to name a few. In 2015, I joined Frasers Hospitality as Resident Manager in Beijing, overseeing properties in China before becoming the General Manager of Fraser Suites Shenzhen. Leading the pre-opening team there was immensely fulfilling, as we achieved all financial targets and garnered several awards and accolades within three years, including the "Best Newly Opened Serviced Apartment of China" by China Starlight Awards and the Voyage 2018 “Best Serviced Apartment”.

As the current General Manager of Fraser Suites Hanoi, I oversee the management and daily operations for the property. In Vietnam where senior female executives are less of a common sight, I am confident my extensive experience and cultural understanding of the hospitality industry within the region will enable me to lead the team strongly across all functions.

FRASER SUITES HANOI BOASTS LUXURIOUS AND SPACIOUS SERVICED APARTMENTS. WHAT SETS IT APART FROM OTHER ACCOMMODATIONS IN THE AREA?

Fraser Suites Hanoi offers luxurious serviced apartments that provide guests with a premium experience. One of the distinguished features is the spaciousness of our serviced apartments. Guests can enjoy ample living space, separate bedrooms, fully equipped kitchens, and modern bathrooms, providing a sense of comfort and freedom that is unmatched by typical hotel rooms in Vietnam. From personalised service to thoughtful amenities, every aspect of the guest experience is carefully curated to exceed expectations.

Situated in a strategic location, Fraser Suites Hanoi offers easy access to the city's key attractions, business districts, and entertainment options. Fraser Suites Hanoi also boasts a wide range of facilities designed to enhance the guest experience, including a fitness centre, swimming pool, restaurant, and business centre.

WHAT INSPIRED THE DESIGN AND CONCEPT BEHIND FRASER SUITES HANOI, PARTICULARLY ITS TOWER A AND TOWER B?

Tower A, launched in 2008, showcases a timeless design with expansive, family-friendly accommodations suitable for families. The use of durable rosewood furniture imbues the space with a sense of warmth and allure, fostering a welcoming atmosphere for guests on extended stays.

On the other hand, Tower B, completed in 2021, embraces a modern design ethos characterised by minimalist and timeless interior concepts. This contemporary style resonates with guests seeking stylish and up-to-date lodging options, particularly appealing to shorter-stay visitors and younger millennials.

Both towers are outfitted with comprehensive amenities to provide guests with a delightful staying experience, catering to diverse demographics and varying lengths of stay.

HOW DO YOU ENSURE THAT GUESTS HAVE A MEMORABLE AND COMFORTABLE STAY AT FRASER SUITES HANOI?

At Fraser Suites Hanoi, we are committed to providing an exceptional guest experience by prioritising personalised experiences, fostering meaningful connections, proactive feedback engagement, offering comprehensive facilities, paying meticulous attention to detail, and providing an array of guest activities.

FRASER SUITES HANOI IS SITUATED IN THE TAY HO DISTRICT, KNOWN FOR ITS SCENIC WEST LAKE VIEWS. HOW DOES THE LOCATION ENHANCE THE OVERALL GUEST EXPERIENCE?

Fraser Suites Hanoi's location in the Tay Ho district not only offers beautiful West Lake views – an iconic and popular spot for gathering in the capital city - but also provides easy access to the business centre, tourist spots and the Hanoi Old Quarter. Additionally, the convenience inside the building such as clinic, pharmacy, hospital, supermarket, and various F&B options, further enhances the guest experience by ensuring accessibility to essential amenities and services right at their fingertips.

HOW DOES FRASER SUITES HANOI CATER TO BOTH BUSINESS AND LEISURE TRAVELLERS? ARE THERE SPECIFIC SERVICES OR FACILITIES TAILORED TO EACH SEGMENT?

At Fraser Suites Hanoi we are committed to providing a tailored experience for both business and leisure travellers, offering a comprehensive range of service and facilities to suit the diverse needs of our guests. For travellers who are seeking a productive environment, we provide high-speed internet access, well-equipped conference facilities, and a quiet space for meetings or work sessions at our Lobby Lounge. Our dedicated Concierge Service is on hand to assist with transport arrangements and restaurant reservations, ensuring a seamless stay for those with work commitments. In addition, our flexible check-in or check-out options can accommodate various business travel schedules. We also provide exclusive seasonal offers to cater to their laundry needs, providing added convenience and value during their stay.

For leisure travellers looking to unwind, our tour desk offers assistance with sightseeing tours and excursions to explore the city's attractions. Our family-friendly amenities include two swimming pools, a kids’ corner, and outdoor playground.

There are also a couple of dining options available - Chicken Society (restaurant) presents a delectable selection of international dishes, including its signature Hainanese Chicken Rice. For lovers of Japanese cuisine, Mizumi offers a modern dining experience. Guests can enjoy panoramic views at the Sky Lounge located on the rooftop at the new wing.

At Fraser Suites Hanoi, every guest’s preference and needs are catered to with utmost care and attention to create an unforgettable stay experience.

AS A GENERAL MANAGER, WHAT CHALLENGES DO YOU FACE IN ENSURING THE SMOOTH OPERATION OF FRASER SUITES HANOI, AND HOW DO YOU OVERCOME THEM?

This role presents a dynamic array of daily challenges, injecting excitement and variety into the work routine. To effectively tackle these challenges, I engage in problem-solving, strategic planning, creative thinking, reflective learning and embracing a positive outlook. Central to success is the emphasis on people and teamwork; ensuring that team members are well equipped with the necessary skills, training, and support to excel in their respective roles.

WHAT DO YOU FIND MOST REWARDING ABOUT YOUR ROLE AS THE GENERAL MANAGER OF FRASER SUITES HANOI?

Navigating challenges can often lead to the most gratifying outcomes. As the General Manager, while managing my own performance comes naturally, overseeing the team's performance brings a different level of responsibility. Effective leadership involves consistently evaluating their performance, maintaining focus, establishing clear objectives, and offering motivation. Witnessing the growth and progression of individuals within the team, guiding them towards the next stage of their careers, is immensely fulfilling. Throughout my current and past roles, I have had the privilege of nurturing and developing five individuals from mid-management positions to leadership roles, a rewarding journey that continues to inspire me.

LOOKING AHEAD, WHAT EXCITING DEVELOPMENTS OR PLANS CAN GUESTS EXPECT FROM FRASER SUITES HANOI IN THE NEAR FUTURE?

Our primary objective is to leverage technological advancements to enhance the guest experience through the implementation of Internet of Things (IoT) innovations. By integrating IoT technologies, we aim to optimize both guest satisfaction and operational efficiencies within our hotel management and staff.

Although technology plays a significant role in streamlining operations, our dedicated staff remain committed to fostering a homely environment where guests feel welcomed and cared for, particularly those on extended stays who may be separated from their families. We encourage our team to proactively engage with guests, forming meaningful connections that go beyond hospitality.

Many travellers consistently choose Fraser Suites Hanoi for their stays in Vietnam due to their fondness for our well-appointed apartments and the exceptional personalized service we offer.

While the landscape of the hospitality industry is evolving in response to the pandemic and increased technological integration, our unwavering commitment to prioritizing human connections and a people-centric approach remains steadfast at the core of our operations.

IS THERE ANYTHING ELSE YOU WOULD LIKE TO SHARE WITH OUR READERS THAT WE DIDN’T COVER?

At Fraser Suites Hanoi, our utmost priority is ensuring that every guest has a memorable and enjoyable stay with us. Be it an extended business visit, or a short vacation or both, we offer travellers the comforts of home with the conveniences of a hotel. We continuously strive to exceed expectations and welcome feedback to further enhance our services and offerings in this changing era.

Stay updated on the latest news, events, and promotions at Fraser Suites Hanoi by following us on our social media channels. Don't miss out on exciting developments and exclusive offers!

Facebook: @frasersuiteshanoi

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As we conclude our interview with Sandy Ng, it's evident that her dedication to providing exceptional guest experiences, fostering meaningful connections, and embracing innovation sets a high standard for hospitality. With a blend of timeless elegance, modern amenities, and a commitment to personalized service, Fraser Suites Hanoi continues to redefine luxury living in Vietnam's vibrant capital. We extend our gratitude for sharing her expertise and look forward to witnessing the continued success and growth of Fraser Suites Hanoi under her esteemed leadership.